Holiday Inn Express & Suites Dallas Lewisville by IHG — Hotel in Lewisville

I selected this hotel as the last stay on a road trip vacation. My wife and I traveled to multiple states and decided to spend the last two nights closer to home so that we could end the trip resting rather than driving. The staff was helpful upon arrival but a series of unfortunate events unfolded for us that diminished the restorative value of the stay. I am only writing about it because I gave the staff a chance to resolve these things and they decided not to. Upon entering the room it smelled like a freshly smoked cigarette. I went down and told the attendant at the desk and he offered a room change but then said he couldn’t because the facility was sold out. After turning on the TV to decompress from the drive the remote didn’t work and there was no channel list. I called the front desk asking for both issues to be addressed. The attendant brought me a new remote that worked and told me he was waiting on a response from his boss about a channel list and that he would call the room with an answer shortly. He never called. That night as we were falling asleep my wife screamed and started pointing at the ceiling where a giant roach was crawling from one side of the room to the other. I tried to kill it but when I hit it the roach fell and then went underneath the coach and I couldn’t find it after that. I went downstairs and told the same attendant and he replied that his shift was ending in 5 minutes so he would pass it along to the next shift and they should bring something to the room to help. None from the next shift came or followed up. No attempt was made to bring resolution or make accommodations for the inconvenience. Our room was by the stairwell and all night long people were running up and down and in and out of the hallway and stairwell. I believe a group of kids were staying there so this may have been a fluke but the compilation of things was a little annoying, especially since relaxation was the expectation. We didn’t see the roach again until the next day when I was able to kill it so our final night was more laced than the first night. Anyway, my sense was that this experience was more about a good hotel having a bad night rather than the facility being truly questionable so I would t discourage someone from staying there. If they had been more accommodating I probably would have written a more generic review, but since they weren’t I will tell it as I...

I stay at this property most every time I am in Lewisville if I can. I have raved about this property in the past many times but this particular occasion things weren't up to par. I checked in and as always the staff was great. I got to my room and got settled in. Once I entered the bathroom I noticed what appeared to be mold on the wall by the bathtub. You can literally tell where water has discolored to tile on the floor which is unacceptable for this property. This property gets a lot of high rankings because it is a very nice property overall and those high rankings are very well deserved. I am guessing that maintenance and housekeeping are not doing their jobs and making work orders so guests don't have to be subjected to this less than clean bathroom. I never mind paying their rate because I have always been very satisfied here. I expected the daytime clerk to ask me if everything was okay with my stay but she never uttered a word other than "thanks". I am an IHG member and at the rates we pay now days to sleep you would think that the rooms would be in perfect order assuming everyone was doing their jobs. If you are a member of their rewards program you would think they would ask how things went when you stay there regularly.

This is the first time I have ever been disappointed with this property and I have stayed here numerous times. I look forward to giving them another chance just as much as I look forward to hear from them about this particular unacceptable stay.

I feel assured once we talk they will have things in perfect order because that is the kind of property this one is and I feel certain they want their patrons to have the...

I stayed at the Lewisville Holiday Inn Express for 5 nights. Both the hotel itself and my room were very clean. Breakfast was great and included options such as cinnamon rolls, muffins, toast, cereal, oatmeal, yogurt, pancakes, biscuits and gravy, eggs (scrambled or pre-made omelets - depending on the day), and breakfast meat (sausage patty/sausage link/bacon - depending on the day). Unfortunately, I can't eat gluten, so I could only eat the eggs and meat, which were good, but the rest of the food looked good too. There was also a machine with different juices, and I believe coffee is available 24/7 in the lobby. I only saw one elevator for the building, but I never had to wait very long. There is plenty of free parking on site, with entrances on both sides of the building. After a certain time at night, you need your key card to enter the building, which is a nice safety measure. However, the area feels very safe in general. I took a tip from a previous review and asked for a lake view room, which I got (there's a little pond behind the building which was nice to look at). The hotel does have a pool, but I didn't get a chance to go swimming while I was there. The staff were all very nice and helpful. I did ask for a new hair dryer, as the one in my room wasn't working, and it was exchanged for a working one within 5-10 minutes. There was a little bit of noise from other people walking around on an upper floor or in the hallway, but nothing that kept me up or woke me up. The bed was very comfortable, they offer soft and firm pillows, and the A/C unit kept it nice and cool in the room. I would, and have, recommended this...